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Emerging Trends & Technologies in Contact Center WFO

Emerging Trends & Technologies in Contact Center WFO. New ways of understanding how your workforce actually works. Matt Madzia Vice President, Research & Development. DESKTOP ANALYTICS. What is Desktop Analytics (DA)?.

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Emerging Trends & Technologies in Contact Center WFO

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  1. Emerging Trends & Technologies in Contact Center WFO New ways of understanding how your workforce actually works Matt Madzia Vice President, Research & Development

  2. DESKTOP ANALYTICS

  3. What is Desktop Analytics (DA)? • Capturing employees interactions with their computers and processing that data to understand how productivity, efficiency, and accuracy can be improved

  4. What is Big Data? • Data sets that are too large to be handled by current processes or technologies in use by your organization.

  5. DA Market • Roughly 1000 companies have purchased DA products for their contact centers worldwide • DA Sector is expected to grow by 20 – 30% year over year through 2017 • Figures courtesy of DMG Consulting • http://dmgconsult.com/services/cca/abstract.asp

  6. Tiers of Analytics • Identified Data Capture • Application Usage Capture • Application Interaction Analysis • Process/Workflow creation or improvements

  7. Identified Data Capture • PCI Compliance: Detect when a credit card field is entered and pauses the recording. • Identity Verification: Detect the entry of a PIN or ID number. • Healthcare Records: Detect internal patient ID numbers. • CRM Data: Extract case numbers from each agent’s CRM session. • Desktop analytics detects when the user or customer’s identification has been verified. Uptivity Database Agent Workflow

  8. Application Usage Capture • Basic Productivity Reporting • Call Progress Monitoring

  9. Application Interaction Analysis • True Productivity Reporting • Process Flow Reporting • Behavioral Analysis

  10. Desktop Analytics & Behavioral Analysis • Taking collected data & correlating it with certain behaviors, and extrapolating it to predict future trends.

  11. Process/Workflow creation • Use desktop information to analyze workflows • Create and improve processes based on data

  12. How does your workforce work? • Traditional Process • Define/Measure/Analyze • Define Solution • Plan Implementation • Implement • ??? • Measurable Improvements!

  13. How does your workforce work? • What do many front line employees do with your process?

  14. How does your workforce work? • Who ends up creating the best processes? • Your best employees.

  15. How Can Desktop Analytics Help? • Map your business processes to desktop activity • Enforce process adherence • Use KPIs to identify process improvement opportunities

  16. What ways can you use this data? ?

  17. GAMIFICATION

  18. What is Gamification? • Applying game mechanics to compel users to taking desired actions. • Incentivizing “boring” or repetitive tasks • Fostering competition

  19. Gamification Market • More than 70% of the world’s largest 2,000 companies are expected to have deployed at least one gamified application by year-end 2014 • Figures Courtesy of Gartner • http://www.gartner.com/newsroom/id/1844115

  20. Gamification Benefits • Operating improvements from modeling work on games • Productivity gains from achieving desired performance • Positive, stimulating work culture aligned to standards • Improved employee retention from well-defined goals / incentives

  21. Game Types • Achievements/badges • Leveling Up • Head-to-head challenges • Trading/Gifting

  22. Sample Achievements • QA evaluation scores • Agent ranking for period • Improvement in quality score • Post-call satisfaction survey score • Script adherence score • Improvement in first call resolution • Improvement in average handle time • Improvement in attendance • Positive customer feedback • Completion of training

  23. Gamification Practice • Game leaders create automatic / ad hoc achievement contests • Leaders assign start and end dates of contests • Leaders award scores /track progress of individuals / teams • Achievement widgets / leaderboards communicate rankings • Status conveyed via emails / icons on desktops • News widgets broadcast contest standings

  24. Best Practices • Identify game objectives and align achievements to them • Display contest results to acknowledge /reward top performers • Keep gamification structure flexible to accommodate change

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